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• Tips for benchmarking call center metrics
• Social influence tool Klout draws flak, but it has clout online
• Contact center social will (slowly) become norm
• More data makes CRM data management harder, but still doable
• Open source CRM software: The pros and cons
• Can you trust the cloud? Bill Band weighs in on cloud security
• The benefits of real-time speech analytics
• The pros and cons of real-time speech analytics to monitor agents
• Four steps to create a consistent social media voice
• Give agents varied challenges during contact center downtimes
• Treat CEM as core task, not add-on
• Expand loyalty programs to reward social activity
• Customers consider free tools for social listening
• Is your call center multichannel or cross-channel ?
• Buyers should seek IT guidance for CRM deployments
• Set strategy to target social media influencers
• How to account for temporary call center shrinkage
• Live chat customer support software -- a cost or benefit?
• Tools to help improve sales performance metrics
• Getting a firm ROI on a customer service tracking system
• Evaluating CRM options for the Mac
• Improving end-to-end processes to help customer service
• How to improve contact center efficiency -- without stepping on toes
• Using process optimization to increase efficiency
• What to consider when planning a Siebel CRM upgrade
• Which call center billing model should I use?
• How to define the soft ROI benefits in the contact center
• How to ensure CRM implementation success
• Using a customer segmentation strategy for better customer retention
• How to foster an innovative workplace organizational culture
• Understanding call center occupancy vs. call center adherence
• How to increase call center staffing with Erlang C calculator
• How to implement an effective call center workforce management system
• Understanding the Microsoft CRM sales process and how to convert leads
• How to customize and configure Microsoft CRM to meet business needs
• How to solve Microsoft CRM 4.0 performance problems
• How long should I spend on the quality monitoring process for each call?
• How can I measure call center agents' unavailable and "not ready" time?
• How can I set metrics for customer satisfaction and customer profitability?
• How can we determine the cost of keeping a customer?
• Methods to increase customer lifetime value via customer loyalty
• How to calculate workforce management ROI and benefits for the call center
• Questions to ask when analyzing call center talk time
• In calculating utilization rate, should we subtract time for break/lunch?
• Using weighted averages to calculate ASA and abandonment rate
• Using a call center staffing calculator to determine staffing needs
• Two ways to calculate average handle time: At the agent level vs. queue/skill level
• Determining ratio of back-office agents to support inbound call center agents
• Weighing benefits, risks of upgrading Oracle CRM in a down economy
• How to use Office Communicator for instant messaging in Microsoft CRM
• Three options for creating Microsoft CRM surveys
• Three management tips for overseeing call center agents on night shift
• Tracking the online customer experience after a website redesign
• Performance measurement analyst role and responsibilities
• Managing customer conversations in the call center
• Using click-to-call vs. click-to-chat software
• Tips for deploying online self-service technology
• Improving website usability and the online customer experience
• Can you explain Salesforce.com integration capabilities?
• What are the SAP enhancement packages for SAP CRM?
• Explaining SAP CRM and ERP integration techniques
• Is on-premise CRM a bad investment given the growth of SaaS CRM?
• How to research small software vendors for CRM
• Pros and cons of using a pay-per-call service in the call center
• Examining call center cell phone regulations
• What data integration software is right for us?
• Customer database management tips for the customer-centric company
• CDI best practices to follow during a CRM migration
• Microsoft CRM performance issues and possible solutions
• Three ways to build customer trust as a car salesman
• Tips for converting a lead to a contact in Microsoft CRM
• What does the chief customer officer (CCO) position really encompass?
• Which vendors are Oracle and Siebel On Demand CRM competitors?
• Will customers forgive the mistakes of trustworthy companies?
• Tips for building great customer experiences with personalized preferences
• Are luxury retail loyalty programs necessary?
• Should we raise hurdle rates for a customer loyalty rewards program?
• The benefits of a customer trust index and measuring the trust of customers
• Tips for boosting employee morale and motivation in a bad economy
• How to develop a new customer strategy
• How to update your 2009 customer strategy
• Does hot seating in the call center affect agent morale?
• How can we deliver a consistent customer experience across the company?
• Designing customer experience survey questions for a car dealership
• How to conduct successful IVR surveys
• What formulas should we use to measure customer loyalty?
• Five things to include in a customer loyalty survey
• Overview of open source call center software
• How can we reduce customer defection rates when changing our products?
• Four ways to build customer confidence in a new consultancy
• Comparing Oracle pricing and licensing fees to prices from Salesforce.com and Microsoft
• Are customer testimonials effective for building customer trust?
• Are Oracle Fusion applications based on Siebel CRM?
• Creating work-at-home agent agreements for call center employees
• Integrating SAP CRM 3.0 and SAP ECC 6.0
• The pros and cons of developing CRM in-house
• Are there limitations to SAP CRM On Demand?
• Is Microsoft Dynamics CRM 4.0 and Lotus Notes integration possible?
• Six Microsoft accelerators for Dynamics CRM 4.0
• Tips and best practices for implementing open source CRM



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